AccountId: 011433970860
ContactId: 3419e032-a131-456d-b338-e1d0b575c3e3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 121470 ms
Total Talk Time (AGENT): 51236 ms
Total Talk Time (CUSTOMER): 51681 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/3419e032-a131-456d-b338-e1d0b575c3e3_20250210T17:12_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, hi, good morning. I'm calling for Doctor [PII]'s office. I need to go with benefits on a patient.
[AGENT][NEUTRAL] OK, I can verify benefits for you and your name is?
[CUSTOMER][NEUTRAL] It [PII]
[AGENT][NEUTRAL] OK, and Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] Policy number is 01663714ML8.
[AGENT][NEUTRAL] Thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, and verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Patient is [PII] [PII].
[AGENT][NEUTRAL] OK, I show his effective date is [PII]. He is active on the policy and what benefits are needed for this patient?
[CUSTOMER][NEUTRAL] So the patient has a deductible plan with his primary insurance. Any procedures rendered in the office will be subject to a deductible. Does this gap plan cover procedures in the office?
[AGENT][NEUTRAL] Uh, procedures in the office are covered as outpatient, yes, ma'am.
[CUSTOMER][NEUTRAL] Alright, so then they do have um benefits for procedures run in the office.
[AGENT][NEUTRAL] Yes, they do.
[CUSTOMER][NEUTRAL] Alright, give me one second. Up to how much?
[AGENT][NEUTRAL] OK, um, not a guarantee of payment, just a verification of coverage. They have a benefit max up to $500 per calendar day.
[CUSTOMER][NEUTRAL] 500 per day.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Alright, may I have a reference number?
[AGENT][NEUTRAL] Uh, we don't give reference numbers. If you like, you may use my name in today's date.
[CUSTOMER][NEUTRAL] And your name is [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Mhm. Last initial [PII].
[CUSTOMER][POSITIVE] All right thank you bye bye.
[AGENT][POSITIVE] You're welcome, Ms. [PII]. Thanks for calling APL. Bye.
[CUSTOMER][POSITIVE] Thanks bye you're welcome bye bye.